Working for a well-established global manufacturing business who operate in a niche industry. As the Customer Experience Specialist you will support customers with enquiries and processing sales orders.
Job Description
* Deliver an excellent customer experience and support to internal and external customers for orders and general enquiries
* Ensuring all requests are prioritised, organised and processed accurately and on time; taking ownership for resolution
* Mailbox Management: Ensure active management of CS Orders mailbox throughout the day. Passing queries to relevant colleagues with as much information as possible
* Order Processing: Process all sales orders within 1 working day to a high degree of accuracy. Proactively informing any issues and any date changes to the customer
* Communication: Internal and External communication to ensure fast and accurate processing of orders
* Export Compliance: Ensure all orders are processed whilst adhering to company export compliance policies, elevate to leadership when necessary
* Calls: Ensure all phone calls are answered within SLA of 20 seconds
* Actively support the customer experience evolution to best in class
* Ensure compliance to GDP, ISO 9001 and any other applicable quality standards.
Ad Hoc Tasks
* Customer Enquiries - Delivery Date Chasers, Document Requests. Be proactive, take ownership, be comprehensive in replies to anticipate next questions. Ensure responses are within KPI
* Communicate any significant complaints to the Customer Experience Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company
Candidate Requirements
Essential
* Experience in providing quality Customer Service, Customer Experience, Sales Administration, Sales Order Processing or similar experience is essential
* Attention to detail
* English fluency
* Excellent communication skills
* Strong organisational skills
* IT skills on MS Office Suite
* Good standard in education including Maths and English with GCSE (or equivalent) at Grade C or above
* Proven ability to work flexibly and accurately and as part of a team
* Passion for delivering excellent customer experiences
Desirable
* Microsoft Dynamics 360 business central (full training will be provided)
This role is commutable from: Stone, Stafford, Newcastle under Lyme, Cheadle, Yarnfield, Eccelshall, Woore, Rugeley, Stoke on Trent, Uttoxeter, Abbots Bromley, Keele, Penkridge and surrounding areas
This role would suit candidates with the following experience: Customer Service, Customer Experience, Sales Administration, Sales Support, Order Processing or similar role
Hours: Monday Thursday, 9:00 am 5:00 pm Friday 8:00 am 4:00 pm
Salary: £26,000 Per Annum
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